SUMMARY

• Having 9 years of solid IT experience in various stages of life cycle Software development.
• 7 years of experience as Remedy Developer/Administrator with strong skills in ITSM suite 4.x/5.x/6.x/7.0/7.5 and Custom Application Development Using ARS, Migrator 5.x ,6.0 and Remedy Web.
• Designed custom built HD, CM & AM modules based on user requirements.
• Designed flashboards for HD module for providing dynamic data.
• Involved in requirement analysis, Business analysis, Used-Case analysis, change management and configuration management.
• 2 plus years of experience as Web Developer. Developed Client Server and web-based applications.
• Proficient in Back-End Programming using Oracle, SQL Server and MS-Access for writing stored procedures, PL/SQL statements.
• Strong development skills in Visual Basic 6.0, ASP, Java and JSP.
• Writing high-level Test Plans and Test cases based on the baseline requirements.
• An excellent team player with highly favorable interpersonal and Communication skills.

TECHNICAL SKILLS

Operating Systems: Windows 95/98/NT/2000, MS-DOS, HP-UX and UNIX.

Applications/Tools Remedy (Action Request System 4.5.x, 5.x,6.3,7.1), Helpdesk 4.x/5.x/6.0 Remedy Service Desk 7.0/7.5 , Change Management 4.x/5.x/6.0/7.0/7.5 andAssetManagement4.x/5.x/6.0/7.0/7.5,RemedyMigrator,MasterARSuite 5.1, EIE 3.0, Dream Weaver, Atrium CMDB1.1, Microsoft FrontPage, Flash 5.0, Adobe Photoshop, Adobe Acrobat, Microsoft Project, Visio, VSS, Crystal Reports, Business Objects and Load Runner.

Languages: Java2.0, ASP, VB, JSP, JavaScript, HTML, PL/SQL and C/C++.

Database: ORACLE 7.X & 8.i & 9.i, SQL Server 7.0/2000,Sybase and MS Access.

PROFESSIONAL EXPERIENCE:

Confidential,Philadelphia,PA.
Sr Remedy Programmer Jan 08 – Current.

Responsibilites:

• Installed and Configured ARS 7.5.00 and Mid-tier.
• Configured and tested Email Engine.
• Installed and configured Approval server & Assignment Engine.
• Installed and Configured CMDB 7.5.
• Installed and Configured Remedy ITSM 7.5 applications including Incident, Problem and Change Management .
• Prepared test scripts for the as-built applications.
• Imported Foundation Data.
• Integrated Penn community with Remedy to Populate the people data.
• Customized V6 Change Management Application (roles, status, priority, tasks and workflow).
• Configured the Assignment process and approval process for Remedy Change Management.
• Added New Approvers, Created New Approval Process for Production Turnover and Special Run Request process for ISC AIT. Created New Approval Roles, Defined New Approval Rules.
• Upgraded the existing Help Desk and Change Management applications from 6.0 to 7.0.03 then to 7.5 and server from ARS 6.3 to ARS 7.1.00 then to ARS 7.5.
• Enhancing and customizing the out-of-the-box application by designing new workflow using Active links, Filters, Menus and Escalations.
• Created Development & Test environment to test and develop customization and synced this with Production environment.
• Extensive system testing on both the development and production servers and used Panacia to keep both servers in sync.
• Involved in requirements gathering and Interacted with business users for customizations to the Newly installed Remedy V7.
• Provided “Best Practice” Recommendations and applied ITIL framework guidance during the life of the project.
• Prepared technical requirement documents.
• Conducted User Training.
• Prepared the High-level Test documents for testing team.
• Prepared User Manual for end users.

Environment:Remedy7.5,Oracle10.2.03,Linux5,Panacia3.7,IncidentManagement 7.5, Problem Management 7.5, Change Management 7.5, CMDB 7.5,Business Objects XI, Apache Tomcat.

Responsibilites:

• Involved in Requirement Gathering and Interacted with end user’s for requirements for the Incident Management Application
• Build New Custom Incident Management Application as per the Business Requirements provided by the Intake group.

• Created workflow to send out Notifications to Different Managing stations and Generate Net cool Alarm for the Managing station once the Problem ticket has been created.
• Customized the Custom build Change Management Application Created New approval Roles and New approval rules. And adjusted the approval Level process.
• Created Web Services to Integrate Remedy with other Application which is out side the Remedy.
• Customized the Web Track Application Provided the Field validation functionality and sending out Notifications.
• Created workflow to Audit different field changes in all the Applications and sending out notifications on field changes in all Applications.
• Customized the Test Ops application Provide the Bar Data and sending email notification Functionality.
• Configured and used EIE to Import data from External Sources to CMDB
• Involved in Hardware move from Reston Data Center to Dulles Data Center. Which includes move of Application servers, Web Servers and Data Base Servers of Remedy.
• Configured the DSO Process for AOL UK Applications.
• Used Migrator to keep Dev, Staging and Prod Environments in Sink Used DSO for Data only Distribution for Reporting server, which is used for Reporting.
• Created High Level Test Cases for Testing Team to Perform Their Testing.
• Prepared User Guide for the Newly built Custom Incident Management Application and Conducted the Training Classes for the users.

Environment: Remedy ARS 6.3, Custom Incident Management, Custom Problem Management, Custom Change Management, Test Ops, Web Track, Net Ops Work Order, Sybase, Linux, Migrator 6.0,CMDB 2.x,Tomcat and Business Objects XI.

SrRemedy Developer Apr 06 – Mar 07
Responsibilities:

• Customized the Change Management Process Added new Approval Roles and Created New Approval Rules.
• Created New Business Approval Role. For Financial Application changes and For Infrastructure Changes.
• Changed the Approval Role Field Structure From Enumerated to Character Menu Driven.
• Customized the OOB Help Desk Module. Added new Fields Business Cluster and added new workflow to make Root Cause and Resolution Code Fields mandatory for resolving the HelpDesk Case. As part of the company’s business requirements.
• Implemented SOX One Touch rule for Approval process as part of SOX implementation.
• Created Workflow to audit Different Field changes on Change and Help Desk Forms.
• Created workflow for Field Restrictions in Different Phases of ticket for the custom built DBMod Application and ESM Request Tracking Applications.
• Implemented SOX Notification Work Flow on the custom built DBMod Request Tracking and ESM Request Tracking.
• Used SLA’s for performance tracing of different groups in the Organization for reporting purposes.
• Used Migrator to Keep the Development, Acceptance and Production Environments in Sync.
• Prepared Technical Requirements Documents for enhancements and defects.
• Prepared Migration Documents to help engineering in Migrating the code from Lower environments to production environment.
• Prepared user manuals. To help user of the applications.
• Worked with end-users to gather the requirements.
• Created High level test cases to help the tester’s to fulfill the testing process.
• Assisting the testers in Regression and System testing process.

Environment: Remedy ARS 6.3, Help Desk 5.5, Change Management 5.5,Asset Management 5.5, Sybase, HP-UX, Migrator 6.0, Crystal Reports9.0.

Remedy Developer/Administrator Jan06 – Apr 06
Responsibilities:

• Configured the assignment process and approval process for Remedy Change Management
• Customized Change Management Application .
• Added New Approvers Created New Approval Process and Created New Approval Roles. Defined New Approval Rules.
• Upgraded the existing Help Desk and Change Management applications from 5.5 to 6.0 and server from ARS 6.0 to ARS 6.3
• Enhancing and customizing the out-of-the-box application by designing new workflow using Active links, Filters, Menus and Escalations, met the user requirements
• Performed performance tuning of Helpdesk & CM applications
• Customized and developed to provide new features in Help Desk Like - Survey, Outages, Incident Reporting, Conference,

Environment: Remedy ARS 6.3, Help Desk 6.0, Change Management 6.0, Oracle 9.0.1, HP-UX, MasterARSuite 5.1, Migrator 5.5, Crystal Reports9.0.

Remedy Developer/ Administrator JUL 05 – Jan 06
Responsibilities:

• Customized the OOB Help Desk Application as per Change Control Board (CCB) requirements.
• Customized Change Management Application (roles, status, priority, tasks and workflow).
• Configured the assignment process and approval process for Remedy Change Management.
• Created Development & Test environment to test and develop customization and synced this with Production environment.
• Configured ARServer 6.3 and mid-tier 6.3on our QA box
• Implemented SLA module to track theefficiency of various groups within the operations department
• Performed administrative tasks and also involved in providing maintenance support
• Pulled data from People Soft database into remedy using View Forms
• Performed performance tuning of Helpdesk & CM applications
• Used Migrator to keep Dev, QA & Production servers in sync.
• Designed Test plans and trained users
• Designed various reports using Crystal Reports to meet business requirements

Environment: Remedy ARS 6.3, Help Desk 6.0, Change Management 6.0,CMDB1.1 Oracle 9.0.1, HP-UX, MasterARSuite 5.1, Migrator 5.x, Visio, Crystal Reports9.0 and Apache.

Confidential,Dallas,TX
Remedy Developer/Administrator Mar 05 – JUL 05
Responsibilities:

• Configured Mid-Tier, Change Management and Help Desk
• Upgraded the existing applications from ARS 5.x to 6.x
• Designed and Customized Remedy Change Management and Help Desk to meet user requirements
• Configured Approval Engine and Approval Process.
• Customized and developed to provide new features in Help Desk Like - Survey, Outages, Incident Reporting, Conference,
• Designed View forms to get data from external databases and generate reports for mid and senior management
• Created web views of forms, customized JSP pages and configured the mid-tier using the configuration tool
• Integration with HP Open View for creating & tracking events.
• Used Migrator to keep Dev, QA & Production servers in sync.
• Designed Test plans and trained users
• Designed various reports using Crystal Reports to meet business requirements

Environment: Remedy ARS 5.x/6.x, Help Desk 5.x, Asset Management 6.x, CMDB1.1 Oracle 9.0.1, HP-UX, MasterARSuite 5.1, Migrator 5.x, Visio, Crystal Reports and Apache.